Some institutions aren’t part of the government, but are still monopolies or so ubiquitous that they can’t be avoided. The Educational Testing Service, which administers the GRE, TOEFL, and other scary and commonly accepted exams worldwide, is one such company. Reader Katstermonster recently had an infuriating encounter with ETS…which had a happy ending when she finally located a customer service representative willing to go above and beyond to actually solve a customer’s problem.